Question:  

What should be done if a customer calls in with one of the following issues after a firmware update: TV displaying incorrect language, TV won't connect to network, TV keeps losing network connection, apps missing after update, and apps not loading?

Answer:

IF CUSTOMER CALLS IN WITH ONE OF THE FOLLOWING ISSUES AFTER FIRMWARE UPDATE:

• The TV is displaying the incorrect language
• The TV will not connect to the network
• The TV keeps losing the network connection
• After an update the apps are missing
• Apps are not loading

CALL HANDLING NOTES

1. ATTENTION: Do not set these tickets up for repair
2. Do not reset Smart Hub (not necessary)

• If customer call in and outline the symptoms described: no connection to internet; no smart hub.

• Confirm the firmware version.

a.      Guide customer into a software update from the TV’S Menu. Advise customer to be patient. Device may display error message, with is normal.

b.      After a couple of minutes, the update will apply. TV might reboot.

c.      Guide the customer into network settings and confirm connection.

d.      Problem solved

Note: the software update server is different from the Hub Server.  

Technical Terms:

Firmware - Software that controls how electronic devices work.

Language - The system language setting determines what language appears on the TV screen.

Network Connection - A connection between the TV and the Internet or local network.

Apps - Small programs that run on the TV, providing various functions and services.

Software Update - A process to install new firmware versions or fix bugs in electronic devices.

Smart Hub - A feature on Samsung TVs that allows users to access and manage various apps and services.